Contents

• Introduction 3
• Operations Management 3
• Operations Management in Service Industry 4
• Brief about Bank Muscat 7
• Issues in Operations Management at Bank Muscat 8
• Recommendations 9
• Conclusion 11
• References 12

Description

Organizations are able to manufacture and supply desired product or service due to the effectiveness and efficiency of the various processes involved in the operations. Operations management involves processes such as business strategy, product or service design, quality management, supply chain management and inventory management, project management etc. Operations management today considers processes beyond manufacturing, which includes customer services. Customer services includes various sub processes, which together provide the customers with value additions. Bank Muscat, which is one of the leading bank’s Oman but lacks effective customer services I retail banking due to poor systems within the bank and poor performance of the employees. The lack of token system, lack of flexibility in work practices, lack of effective communication has led to poor quality of services and delay in service delivery. The bank by introducing new systems and enhancing the skills and knowledge of the employees will be able to support the customers effectively and build a long lasting relationship with the customers.